$1120 credit toward Samsung S24 Ultra not being honored?

[sewerego]

I  was offered a $1120 credit towards an S24 Ultra for trading in any old Samsung, my Galaxy Note 9 qualifying for the deal. I was told in multiple emails and texts that today (3/31/24) was the last day for the offer, and admittedly being undecided, I waited till the last day to pull the trigger. I already had everything in my shopping cart this afternoon, with the full $1120 credit applied, and was going to complete it when I finished work today at 9:30 pm central time. I am even STILL seeing the offer displayed in my listed offers, however now when I go to checkout, it only offers me $35 dollars credit.

I talked to a representative via chat, who sees the original $1120 offer too, but when trying to check me out she said the offer had apparently expired. Nothing said I would need to complete this deal before a certain time-zone timeframe, I was merely given the date to complete it by. I asked if I could customer support tomorrow to see if the deal would be honored, and only reply was to chat back to see more deals as they come up. Not the type of response that makes you feel the person is trying to help you, though I understand the limitations of chat.

I would be very disappointed to find out this is not something that can still be offered to me given the fact I fully expected I would be completing the deal within time, and like I said, am even still being offered on the front page of my offered deals. It basically amounts to a bait and switch under these circumstances... I have been a customer with Verizon for over 9 years, and am just hopeful someone is willing to help me still have this deal fulfilled.

[vzw_customer_support]

Hello sewerego, being on top of our offers is crucial, especially if you are looking to take advantage of a special deal. We want to guide you in the right direction.

Our promotions consistently change. We encourage you check out our latest offers through our official page: https://www.verizon.com/deals/. We are sure you will find one that catches your eye.

Hope this info helped.

~Gilbert

[sewerego]

Hi Gilbert,

Are these dictated responses? I do appreciate the reply but it is the same as the one that I received from the chat representative and it does not help me. After reviewing the deals now being offered I will definitively say no, there is not another offer I am interested in. I was just looking to complete the offer I was given as it was advertised, in the time frame that was explicitly offered in texts and emails. The same deal the checkout system would not allow me to complete despite still being offered to me on the front page of the website and app.

This seems like an easy fix. The company should allow me to complete the deal as it was advertised. It does not seem like I am asking for anything unreasonable in that regard, and simply honoring this is encouraging towards remaining a loyal customer as I have been for nearly a decade.

I do not intend to disrespect anyone, and again I appreciate any response at all when my issue may have just gone ignored elsewhere. But as stated I am only looking to have what was offered fulfilled in the terms that were spelled out, and a dialogue with anyone qualified to allow that to happen. Despite the technical frustrations, I would still receive that sort of help graciously.

[G81N]

I am running into a similar issue. 

My account is well documented (as confirmed by various Verizon representatives from different departments as well as the Verizon corporate store representatives). However, despite it being a legitimate request, the company is currently unwilling to honor the documentation in my account.

They are not just not willing to honor the promises made by their representatives - who even documented the account with all the details (Note : They are not supposed to disclose what is exacly written in the notes, but if you ask for it, they did say for the context of information)

Good Luck. Let me know if you find someone who can help.

[vzw_customer_support]

Hi sewerego. We are definately here to answer your Verizon questions, concerns, and completing a promotional offer. Where in this journey are you currently at? Please send us a private message with any additional details such as order/location confirmation, screenshot, etc. to make sure we are on the same page.

-Deb

[SepulvB]

Hi

I am in the same boat. I saw the promo to get $1,120 off a new S24 Ultra with a trade in of any Samsung device. I was on my last device payment for my current phone (S21 Ultra), so I decided to upgrade using this promo. 

I went through the prompts of the promotion, picked color, Storage, and shipping. While in my cart,  the order summary stated I would be trading in my device and only paying $5 per month for 36 months for the S24 Ultra.

The next day, I decided to go through with the checkout. Right before hitting the submit button it was now saying I would be paying $13 dollars per month for 36 months instead of the original $5.

I went into a Verizon store, and called the loyal team to see why they redacted the original offer. The representative said he wasn't sure why the original offer was gone but that he could put in a request to manually adjust the promotion credit to reflect the $5 for 36 months.

He told me in order for him to be able to apply the credit manually that I would have to first accept the current promo on the S24 Ultra ($13 per month for 36 months) and that after my current device was traded in, I would see an additional credit for $8 to my account, which would bring the device payment down to around $5 for 36 months. (Sounded like a done)

Just to get a crystal clear understanding I asked the rep "So I have to first accept the current promo AND THEN you will be able to manually credit my account to honor the original offer for a $5 per month for 36 months?"  He said yes, it may take a couple billing cycles to reflect but it would get applied. 

I felt very skeptical after that conversation and called again the next day to have another rep validate all that info. Turns out that I wasn't getting the promotion that I had ask for. I can only assume but I think that rep just told me whatever I needed to hear to agree to the new promo to both get me off the phone and make it look like he got a sale.

I've contacted Verizon to explain that I was lied to and manipulated into a deal I didn't want. They said they can't do anything. Luckily I never sent my old phone in, so I told them to return the S24 back to sender because I wasn't going to accept it. I am going to wait until my account activity stabilizes and then I'm switching providers. 

Hope If you're in a similar situation, it works out better for you.

[vzw_customer_support]

We are sorry to read that you had this negative experience with your promotion, and would hate to lose your preference. We will be sending you a private message to better assist you. 

~Freddy

[lisaann7451]

I am in the same boat as well.  I traded in my husband's Samsung S21 for the promotion and my Apple 13pro max.  I was told that after upgrading our lines to unlimited plans, our new bill would be 170.00 a month.   Well, the next month's bill was 145.00, but June and July bills were 250.00.  I checked our current charges and the promotion was removed from my husband's line and is being charged $27.00 a month when the phone is supposed to be free per the promotion.  We have been with Verizon Wireless since 1998 and this is just wrong.    The promotion stated "Trade in any Samsung in any condition and get the Galaxy S24 on us".   I feel as if I was bamboozled. 

[vzw_customer_support]

@lisaann7451  wrote: I am in the same boat as well.  I traded in my husband's Samsung S21 for the promotion and my Apple 13pro max.  I was told that after upgrading our lines to unlimited plans, our new bill would be 170.00 a month.   Well, the next month's bill was 145.00, but June and July bills were 250.00.  I checked our current charges and the promotion was removed from my husband's line and is being charged $27.00 a month when the phone is supposed to be free per the promotion.  We have been with Verizon Wireless since 1998 and this is just wrong.    The promotion stated "Trade in any Samsung in any condition and get the Galaxy S24 on us".   I feel as if I was bamboozled. 

lisaann7451, I'd be feeling disapointmented if I was missing the trade-in promo I used recently to get a new phone myself. For sure I want you to be able to get anything you qualified for. As part of that, I've sent a Private Message so I can get a few more details. 

-John